Overview ​

Our Financial Services Client is a leading provider offering comprehensive insurance and legal protection products to millions of customers across the UK.​

Procurato was engaged to optimize the Motor Legal Protection (MLP) and Family Legal Guard (FLG) services offered by the client for its Motor and Home insurance products. Key challenges included low customer satisfaction, particularly in claims handling and service visibility, as well as the need for more competitive pricing. ​

The project aimed to evaluate whether to retain the current supplier, the incumbent supplier, or select a new one through a Request for Proposal (RFP) process. Procurato was tasked with supporting the client in assessing supplier bids, negotiating better terms, and ensuring alignment with the company’s growth objectives and enhanced customer experience.​

Objectives​

To achieve the company’s strategic goals, we set out to:​
• Engage a global TMC that could deliver superior pricing, service, and coverage across regions.​
• Streamline travel management under one provider to ensure consistent policy enforcement.​
• Cut travel expenses by negotiating competitive rates for airfares, hotels, and related services.​
• Address service gaps in key regions to enhance coverage and provide more travel options.​
• Strengthen policy compliance and improve transparency in travel spend through enhanced oversight.​

Key Activities​

• Managed a detailed RFP process to assess five global TMC candidates based on service, pricing, and capabilities.​
• Evaluated suppliers using a scoring system, focusing on regional coverage, cost management, and service quality.​
• Negotiated rates for airfares, hotels, and fees, ensuring competitive pricing aligned with the company’s financial goals.​
• Developed financial models to calculate potential cost savings from the proposed TMC rates.​
• Created a phased global implementation plan to ensure a smooth transition with minimal disruption.​

Benefits Achieved​

Working closely with the client’s stakeholders, we:​
• Secured the incumbent supplier’s commitment to improving service visibility and enhancing the customer claims experience for MLP and FLG customers.​
• Achieved more competitive pricing from the incumbent supplier, resulting in cost savings for both the client and its customers.​
• Aligned the renewed partnership with the client’s growth strategy, particularly in expanding its Motor and Home insurance offerings.​
• Ensured continuity of service by renewing the contract with the current supplier, mitigating risks associated with transitioning to a new provider while still achieving significant improvements.​